Program Director

Program Director / Manager

Responsible for day-to-day management of the managed services program, ensuring operational excellence, SLA compliance, and continuous improvement across all service areas.

Key responsibilities include :

• Develop and maintain the operational plan and staffing strategy.
• Monitor KPIs, SLAs, and quality metrics; report performance to governance committees.
• Coordinate with service owners and process managers for ITIL compliance (Incident, Change, Problem, Knowledge).
• Manage vendor relationships and oversee subcontractor performance.
• Drive continual service improvement initiatives and implement best practices.

Required skills and certifications :

Preferred qualifications :